As you know, airlines and hotel chains have made available to their customers physical or electronic addresses allowing them to file complaints about their customer experience.

Airlines used to compensate their customers with miles when problems arose.

For example, Delta Air Lines offered 5,000 miles for delayed baggage, Air France between 7,000 and 10,000 miles for a non-functional video system during a flight.

Hotel chains were offering the same thing, especially when hoteliers were not honoring the benefits associated with their loyalty programs. 1000 points at SPG for an upgrade not honored while available, for example.

Now it’s much more expensive. I accumulate emails saying “We have understood the problem, we will alert the manager”, without trying to compensate the customer for a service not delivered.

In short, customer services do not do a little more to retain these dissatisfied customers.

Your opinion on this?